Description

Job Description

We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world -- together. At Ford, we're all a part of something bigger than ourselves. Are you ready to change the way the world moves?

The Ford Motor Credit Company team helps put people behind the wheels of great Ford and Lincoln vehicles. By partnering with dealerships, we provide financing, personalized service and professional expertise to thousands of dealers and millions of customers in over one hundred countries around the world.

In this position...

• Our Ford Credit Core + Servicing (C+S) product team is on a mission to build unwavering confidence and loyalty in our internal agents and external customers. We envision a future where our servicing tools and processes provide complete support, enable self-sufficiency, and deliver effective, personalized service exactly when and where it's needed.
• As Salesforce Product Manager, you won't just gather requirements; you will be a key driver in delivering software solutions that directly impact the daily work of Ford Credit Agents and, by extension, the satisfaction of our customers
• Embracing a modern agile mindset, you will operate at the intersection of business strategy and technical execution, partnering closely with business operations stakeholders, product and engineering teams, and end-users. You will ideate, design, and help deliver new functionality into our strategic servicing toolset.

Responsibilities

What you'll do...

• Driving Product Outcomes:
  • Collaborate intently with business operations stakeholders, Product Managers, and cross-functional product teams to deeply understand the agent and customer experience.
  • Translate this understanding into clear, concise, and actionable specifications, requirements (e.g., user stories), acceptance criteria, and quality assurance, test data preparation, Root Cause Analysis, Strategic Thinking, communication & facilitation, analytical thinking, and innovation.
  • You will define the product strategy and roadmap for the new Salesforce Service Cloud implementation. This involves analyzing existing processes and collaborating with stakeholders to translate business needs into a prioritized backlog of clear user stories and acceptance criteria.
  • You will manage stakeholder communication, lead User Acceptance Testing (UAT), and drive the platform's continuous improvement.
• Shaping the Servicing Strategy: Work alongside key stakeholders globally to refine and execute the Ford Credit servicing strategy. Provide valuable input into the product roadmap, assisting with prioritization decisions and appropriate trade-offs between desired features, speed to market, and technical feasibility.
• Championing Agent & Customer Experience: Directly contribute to improving critical metrics like agent efficiency, customer Net Promoter Score (NPS), and First Contact Resolution (FCR) by actively driving progress on key initiatives, including:
• Creating a "single point of service" for agents, providing a holistic customer view with relevant information to service customers efficiently and effectively, drastically reducing the number of disparate systems currently required.
• Facilitating the transition of core account servicing and collections journeys to new, strategic platforms and ensuring seamless experiences across various customer interaction channels.
• Identifying opportunities to connect data across the enterprise to build a more informed, 360-degree view of the customer, enabling us to serve them more proactively and strategically.
• Partnering with the Smart Secure Documents team to define and deliver solutions that simplify complex customer requests involving secure digital document exchange between agents and customers.
• Collaborating closely with the Knowledge Management team to enhance resources that empower both our agents and customers for more effective and efficient self-service and assisted service interactions.
• User Research & Problem Solving: Proactively and creatively engage with potential and existing users (agents and customers) to uncover their underlying needs, pain points, and opportunities. Analyze these insights to identify problems and collaboratively define innovative solutions that leverage our servicing toolset.
• Data-Driven Decision Making: Analyze relevant data (customer feedback, usage metrics, operational data) to inform requirements, evaluate options, make smart, decisive trade-offs, and ensure delivered value is measurable.
• Outcome Ownership: Take responsibility for defined outcomes by contributing to setting clear goals and helping measure key results that align with product and business objectives.
• Quality Assurance Support: Support the delivery process by executing functional testing and collaborating with QA engineers to ensure solutions meet requirements and quality standards.

Qualifications

You'll have...

• Bachelor's degree in a relevant field (e.g., Business, Technology, Information Systems) or equivalent practical experience.
• Direct Salesforce Service Cloud / Auto Cloud experience.
• Demonstrable, hands-on experience working directly within the servicing CRM ecosystem. Ability to confidently discuss the capabilities and use cases, and familiar with core servicing concepts.
• Direct experience working as a Product Manager, Product Owner, Business Analyst, or similar role within an agile product team. Proven ability to define and document clear, concise requirements (e.g., user stories, acceptance criteria).
• Strong analytical and problem-solving skills, with the ability to navigate ambiguity ("white space"), break down complex issues, generate insights from various sources (including data), and synthesize them into clear, actionable recommendations and compelling narratives.
• Exceptional communication, collaboration, and interpersonal skills, with a track record of building strong relationships and effectively working across diverse functional teams and organizational levels.
• A curious and adaptable mindset with a strong desire to learn about new technologies, business processes, and customer behaviors.
• Evidence of being proactive, taking ownership, and working effectively both independently with minimal supervision and collaboratively as part of a team executing on a shared vision.
• Strong attention to detail, ensuring accuracy in documentation and analysis.

Even better, you may have...

• General knowledge or experience within the financial services industry, particularly related to Ford Credit operations or customer service.
• Familiarity with data analysis tools or techniques used to understand user behavior and measure feature adoption or impact.
• Ability to work collaboratively with multiple functional areas, including business operations team members, product ownership, engineering, User Experience (UX)/User Insights (UI), sales, customer support, finance, or marketing.

You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!

As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder...or all of the above? No matter what you choose, we offer a work life that works for you, including:

• Immediate medical, dental, vision and prescription drug coverage
• Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more
• Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more
• Vehicle discount program for employees and family members and management leases
• Tuition assistance
• Established and active employee resource groups
• Paid time off for individual and team community service
• A generous schedule of paid holidays, including the week between Christmas and New Year's Day
• Paid time off and the option to purchase additional vacation time.

This position is a salary grade 8.

For more information on salary and benefits, click here:

https://fordcareers.co/GSRSP2

Visa sponsorship is not available for this position.

Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.

This position is hybrid. Candidates who are in commuting distance to a Ford hub location may be required to be onsite four or more days per week. #LI-Hybrid #LI-FordCredit